Capability Center Operations Lead

American Bankers Insurance Company of Florida; Capitán Sarmiento; On-site; ARS 600,000 - 900,000; Full time

Job summary

American Bankers Insurance Company of Florida seeks a Call Center Supervisor to lead our Connected Living customer care and claims operations. You will coach agents, monitor performance, and drive process improvements while ensuring compliant, high‑quality service.

You will act as the main escalation point for customer issues and help translate data into action plans to reduce customer effort. The role emphasizes ownership of outcomes, urgency, and a customer‑first mindset, with responsibilities

Qualifications

• Coaching, developing agents, and driving performance.
• Experience leading call center teams to meet KPIs and SLAs.
• Strong understanding of customer experience principles and metrics.

Responsibilities

• Lead and motivate a call center team to achieve quality and productivity KPIs.
• Coach, conduct side-by-sides, and performance conversations.
• Monitor workloads, queues, and SLA performance with Workforce Management.

Skills

Coaching

Leadership

Quality metrics

Performance analytics

English communication

Time management

CRM tools

Customer service

Education

High School Diploma or GED

Tools

CRM tools

Microsoft Office

Job description

American Bankers Insurance Company of Florida seeks a Call Center Supervisor to lead our Connected Living customer care and claims operations. You will coach agents, monitor performance, and drive process improvements while ensuring compliant, high‑quality service.

You will act as the main escalation point for customer issues and help translate data into action plans to reduce customer effort. The role emphasizes ownership of outcomes, urgency, and a customer‑first mindset, with responsibilities